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Research on the Factors Influencing the Customer Knowledge Value

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3 Author(s)
Wang Huangjuan ; Coll. of Manage., Xi'an Polytech. Univ., Xi'an, China ; Yang Jifang ; Cheng Aiwu

Customer knowledge value is becoming increasingly recognized as an important part of customer assets, which has got more and more attention to domestic and foreign scholars. This paper proposed to analyze the factors influencing customer knowledge value based on the analysis of present relevant research both home and abroad. We developed a conceptual model of five factors impacting on customer knowledge value: trust in enterprise, satisfy with enterprise, relevance to enterprise, products understanding and customer's own professional skills. The results suggest that these five factors all have closely relationship with customer knowledge value.

Published in:

Management and Service Science (MASS), 2010 International Conference on

Date of Conference:

24-26 Aug. 2010